Program Manager - ServiceNow

The Program Manager - ServiceNow will be responsible for the overall strategy, governance, roadmap, and delivery of the ServiceNow platform across the enterprise, ensuring alignment with business objectives and IT strategy. This role involves leading a cross-functional team, overseeing platform operations, and driving innovation by leveraging new ServiceNow features. The manager will also coordinate with business units to prioritize demand and manage the ServiceNow project portfolio, serving as a key liaison between IT, business stakeholders, and external partners.

Must Have

• Responsible for overall strategy, governance, roadmap, and delivery of the ServiceNow platform.
• Work closely with business, IT operations, and engineering groups to deliver enterprise-grade ServiceNow solutions.
• Lead a team of ServiceNow architects, developers, and functional consultants.
• Provide hands-on development and architectural leadership for scalable ServiceNow implementations.
• Oversee end-to-end solution design, module implementation, and technical governance for ServiceNow modules.
• 15+ years of total IT experience with at least 8–10 years in ServiceNow leadership or platform ownership roles.
• Deep expertise in multiple ServiceNow modules (ITSM, ITOM, ITAM, HRSD, CSM, GRC, SecOps).
• Strong understanding of ITIL processes, IT service management, and enterprise workflow automation.
• Experience defining platform strategy, governance, and operating models.
• Demonstrated ability to manage internal teams, vendors, and offshore delivery partners.
• Solid understanding of integration frameworks, data governance, and platform security.
• Hands-on experience in ServiceNow roadmap planning, budgeting, and capacity management.
• ServiceNow certifications: CSA, CIS–ITSM, CTA, CAD.

Good to Have

• ITIL v4 certification
• PMP/Agile certification

Perks & Benefits

• Great work-life balance

Scope:

• Responsible for the overall strategy, governance, roadmap, and delivery of the ServiceNow platform across the enterprise, ensuring alignment with business objectives and IT strategy.
• Work closely with business, IT operations, and engineering groups to deliver enterprise-grade ServiceNow solutions that meet organizational needs.
• Lead a team of ServiceNow architects, developers, and functional consultants, driving platform innovation, automation, process optimization, and guiding stakeholders and junior team members while maintaining stability and compliance.
• Provide hands-on development and architectural leadership to ensure scalable and future-ready implementations within the ServiceNow platform.
• Oversee end-to-end solution design, module implementation, and technical governance for ServiceNow modules such as ITSM, CSM, CMDB, ITOM, and Integrations.

Our Technical Environment:

• Deep expertise in multiple ServiceNow modules — e.g., ITSM, CMDB, ITOM, ITAM, HRSD, CSM, GRC, SecOps.
• Proven experience managing enterprise-scale ServiceNow implementations and transformations.
• Strong understanding of ITIL processes, IT service management, and enterprise workflow automation.
• Experience defining platform strategy, governance, and operating models.
• Demonstrated ability to manage internal teams, vendors, and offshore delivery partners.
• Solid understanding of integration frameworks, data governance, and platform security.
• Hands-on experience in ServiceNow roadmap planning, budgeting, and capacity management.

What you’ll do:

• Platform Strategy & Governance
• Define and maintain the ServiceNow platform vision, strategy, and roadmap, ensuring alignment with enterprise goals and architecture principles.
• Establish governance frameworks and standards for implementations and customizations, evaluating new modules and integrations.
• Leadership & Delivery Oversight
• Lead and manage a cross-functional ServiceNow team, overseeing platform operations and ensuring high-quality, on-time delivery of initiatives through effective project and vendor management.
• Coordinate with business units to prioritize demand and manage the ServiceNow project portfolio.
• Stakeholder Management
• Serve as the liaison between IT, business stakeholders, and external partners, identifying automation opportunities and providing executive updates on platform performance.
• Innovation & Continuous Improvement
• Drive innovation by leveraging new ServiceNow features, promoting it as a comprehensive digital workflow platform.
• Champion user adoption, training, and change management, staying current on product releases and industry trends.

What we are looking for:

• Bachelor’s or Master’s degree in Information Technology, Computer Science, Engineering, or related field.
• 15+ years of total IT experience with at least 8–10 years in ServiceNow leadership or platform ownership roles.
• Deep expertise in multiple ServiceNow modules such as ITSM, ITOM, ITAM, HRSD, CSM, GRC, and SecOps, with proven experience in managing enterprise-scale implementations and transformations.
• Strong understanding of ITIL processes, IT service management, enterprise workflow automation, and defining platform strategy, governance, and operating models.
• Demonstrated ability to manage internal teams, vendors, and offshore delivery partners, along with hands-on experience in roadmap planning, budgeting, and capacity management.
• Solid understanding of integration frameworks, data governance, platform security, and strong leadership and people management skills.
• Strategic thinker capable of balancing long-term vision with short-term delivery and fostering a culture of innovation, continuous improvement, and operational excellence.
• Excellent communication and stakeholder engagement skills at both technical and executive levels, complemented by strong analytical, organizational, and decision-making abilities.
• ServiceNow certifications - CSA, CIS–ITSM, CTA, CAD and any other CIS certification strongly preferred. ITIL v4 certification, PMP/Agile certification desirable.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

About Us

Who are we?

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise.

What do we do?

Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential. ™ blueyonder.com

“Blue Yonder” is a trademark or registered trademark of Blue Yonder, Inc. Any trade, product or service name referenced in this document using the name “Blue Yonder” is a trademark and/or property of Blue Yonder, Inc.

Blue Yonder, Inc.

15059 N Scottsdale Rd, Ste 400

Scottsdale, AZ 85254